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Senior Process Executive - HC

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Job Summary

We are seeking a dedicated and experienced Senior Process Executive - HC with 2 to 4 years of experience in Customer Service. The ideal candidate will have a strong background in IVR and Healthcare Call Center operations. This is a work-from-home position with night shifts and no travel requirements. The role involves ensuring high-quality customer interactions and efficient process management.


Responsibilities

  • Manage and oversee customer service operations within the healthcare call center environment.
  • Provide exceptional customer support through IVR systems ensuring all inquiries are addressed promptly.
  • Handle complex customer issues and escalate them to the appropriate departments when necessary.
  • Monitor and analyze call center metrics to ensure service level agreements are met.
  • Implement process improvements to enhance customer satisfaction and operational efficiency.
  • Train and mentor junior staff members to ensure consistent service delivery.
  • Collaborate with team members to develop and implement best practices for customer interactions.
  • Maintain up-to-date knowledge of healthcare industry regulations and standards.
  • Ensure compliance with all company policies and procedures.
  • Utilize customer feedback to identify areas for improvement and implement corrective actions.
  • Prepare and present regular reports on call center performance to management.
  • Participate in team meetings and contribute to strategic planning initiatives.
  • Foster a positive and collaborative work environment to achieve team goals.

    • Qualifications

  • Possess a minimum of 2 years of experience in customer service within a healthcare call center.
  • Demonstrate proficiency in using IVR systems to manage customer interactions.
  • Exhibit strong problem-solving skills and the ability to handle complex customer issues.
  • Show excellent communication and interpersonal skills.
  • Have a solid understanding of healthcare industry regulations and standards.
  • Display the ability to work effectively in a night shift environment.
  • Be capable of working independently in a remote setting.
  • Show a commitment to continuous improvement and professional development.
  • Demonstrate the ability to train and mentor junior staff members.
  • Exhibit strong organizational and time management skills.
  • Possess the ability to analyze call center metrics and implement process improvements.
  • Show proficiency in preparing and presenting performance reports.

    • Certifications Required

    Certified Customer Service Professional (CCSP) or equivalent certification in customer service and call center operations.

     

     

    What we offer

    • The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
    • Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
    • The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
    • A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
    • Flexible health and financial benefits to support you and your eligible dependents—from day one.
    • True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.  

    About us
    Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com.

    Other employment-related information
    Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

    If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.

    While our system allows applications in all languages, job required language(s) and proficiency level(s) vary. However, basic English proficiency is required for Company-wide communications purposes. Further, for roles located in Quebec, professional English proficiency is required to communicate with our global clients. 

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